VetCoach

Lesson 9: Successful Recommendations

TIPS - The Ideal Practice System

Successful Recommendations:
A step by step system that can revolutionize your practice

"Statistics show that only 14 percent of senior pets undergo regular health screenings as recommended by veterinarians."

--AAHA NEWStat March 9, 2005 issue

The primary causes for this poor statistic are that recommendations are not being made because veterinarians (and staff) believe that pet owners are not willing or financially able to follow through.

And geriatric animals are not the only patients being under-served. In fact, except for high compliance in core vaccinations, veterinary patients are not receiving the recommendations and thus the care veterinarians feel is best for them.

Given that data shows that most pet owners are willing and financially able to follow your recommendations, let's go over the essential elements of a success recommendation.

Step by Step System for Successful Recommendations:

Start expecting clients to be willing and able to follow through. (Remember, data shows most of them are!)
Follow the 3 C's for Recommendations: Clear, Concise and Confident.
Always be specific with the pet owner about WHEN you want to see their animal next.

Example: "I want to see Tripp in 2 weeks to re-check his ears. Sally at the front can get that scheduled for you."

Compare that to: "We probably should check this again in a few weeks. Just give us a call."

This recommendation is pretty vague and doesn't place much importance on the client returning or getting the condition rechecked.

Record when you want to see the animal again (and for what) in a place that's convenient for your staff to refer to.
Staff consistently refers to your recommended next appointment, backs up your recommendation and schedules the next appointment before the pet owner leaves the clinic.

Example #1: "I see you've chosen the senior wellness program for Chester. Our senior patients on that program do great. Let's get Chester scheduled."

Example #2: "I see Dr. Smithfield has recommended the senior wellness program for Chester. Our senior patients on that program do great. Let's get Chester scheduled."

Practice these steps with your coach, and see happier pet owners and better results with all your patients--youngsters, seniors and all ages.

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Successful Recommendations: A step by step system that can revolutionize your practice

Successful Recommendations:
A step by step system that can revolutionize your practice